Poorly Handled

Help me to understand why I had to go through the most intensive security check when the lady in the accounts end knew my phone connection was unstable and all I wanted was an invoice for my hospital plan who refuse to accept the receipt issued by the Lab? After carefully spelling out my email address, she asked me what my previous email address was! As if I have ******** intent. I can't even remember that address! I will be out of pocket for this account of R630 until I get detailed invoice. Receipt No. ***0-3. Elizabeth van Dyk. *** - I notice that after all that fuss, she still hasn't sent it!